Conclusion

This capability enables you to identify key topics your customers are calling about, uncovering opportunities to introduce automation and virtual agent capabilities. For instance, topics like Flower Delivery could be automated to streamline order creation and delivery setup, reducing manual effort and call volume.

By modifying the Topic Collection, the system separates the calls where customers called and were asking for a suggestion based on the occasion, and the system places it in the new Topic named Flower Reason.

By leveraging Cisco Webex Topic Analytics, you can enhance self-service options, empower customers to resolve their queries independently, and improve overall satisfaction. This not only boosts efficiency but also strengthens customer relationships by delivering faster, more innovative solutions.